Booking & Cancellation Policy
What to expect when you book, wait for, or need to cancel a Fivestar Minicab journey.
1. Booking Requests
When you submit a request, the app searches for an eligible nearby driver or provider. A displayed arrival time is an estimate and may change because of traffic, weather, road closures, demand or driver availability.
2. Advance Bookings
An advance booking records your requested pickup time but does not guarantee a specific driver or exact arrival time unless the app expressly states otherwise.
3. Passenger Cancellation
You can cancel through the app. A cancellation fee may apply when a driver has accepted and started travelling to the pickup point, has arrived and waited beyond the free 5-minute waiting period, or when an advance booking is cancelled within a disclosed restricted period.
| Situation | Fee Rule |
|---|---|
| Before a driver accepts | Free cancellation, unless a special service states otherwise |
| After driver acceptance, within the 5-minute grace period | Free — no charge |
| After the 5-minute grace period, driver en route | A cancellation fee of up to £4.75 may apply |
| After the stated free 5-minute waiting period | A waiting-time or no-show fee may apply |
| Airport, venue or pre-booked service | A separate rule applies where external charges apply |
| Platform error or driver unable to provide the booked service | No fee |
4. Driver Cancellation
If a driver cancels, the app may attempt to find another driver or ask you to rebook. We may review repeated or inappropriate driver cancellations.
5. No-Show
A passenger may be treated as a no-show if the driver reaches the correct pickup point, attempts reasonable contact and waits for the stated period. The app should display the waiting period before or during booking.
6. Refunds and Disputes
Request a review through support within 30 days of the charge. We may ask for booking details and supporting information. Approved refunds are issued back to your original payment method via Stripe, our payment processor, and typically appear within 5–10 business days depending on your card issuer's processing times.
7. Cleaning, Damage & Exceptional Charges
Reasonable cleaning or damage charges may be applied only where supported by evidence and permitted by the applicable terms. The user must be given notice and a way to dispute the charge.
Questions about a specific charge? Contact our support team.